What’s your returns policy?

What is your online returns policy?

Items purchased on our website can be returned to our Returns Team within 28 days of delivery for a refund. All returned items must be unworn and in their original condition. Please also ensure that the box you receive your shoes in is returned to us in its original condition. Should the box be damaged beyond repair when received (not due to courier damage), we may refuse your return. Failure to return your shoes in their original box will result in a charge of up to £3.50 per item returned with no original box being deducted from your total refund amount. This is to cover the cost of new packing and shipping materials.

Please enclose your completed returns form stating the reason for your return and that you would like a refund. Once your goods are accepted back into stock you will be issued with a refund for the item(s) you have returned excluding original postage charges, which usually takes between 7 - 10 working days. 

All returns should be sent to the following address - we always advise using a tracked service to return to us:

OFFICE Returns - OFFCUTS Outlet
1-8 Moorfield Industrial Estate
Gatehead Road
Moorfield Industrial Estate

We advise you to send your shoes back via a recorded postal service of your choice. Please retain a proof of postage receipt as we cannot be held liable for any goods lost in transit to us. The items are your responsibility until they reach our warehouse. If your order is lost in transit to our warehouse, a postage receipt will help you claim for your item via the company you returned your order with.  

You do NOT need to contact us to tell us you are returning your shoes unless there has been a problem with your item(s). Please allow up to 10 working days before contacting us about your return. 

Please note that returns are not accepted in OFFICE stores or concessions. 

Please don't forget to complete your returns form and provide your details (name, address, order number etc) to allow us to locate your order on our system. Failure to do so will cause delay in your refund being processed. We can only refund the card originally used for payment. Please tell us why you are returning your item(s) to help us to improve our service and goods in the future.

Unfortunately, due to stock and our system, we are unable to offer exchanges for returns. When you send your goods back to us for a refund, if you want to buy a different size, colour, etc, please make a new purchase. 

If we have made a mistake, please contact us via offcuts@office.co.uk quoting your order number so we can sort out the problem immediately.


What about the cost of returns?

If the item is not as described as per the item description/photos or incorrectly dispatched we will be able to offer a refund for the product plus the cost of your return postage, however please contact us before returning your order. We would only refund return costs in this case, as we are selling already heavily discounted products. If you think we've sent you the wrong thing, please double check the full description of the item on the listing, including the UK size before returning the item to us. Unfortunately we can't take back worn goods which are unsuitable or do not fit. This is in addition to, and does not affect your consumer rights.


Where do I stand with the Consumer Contract Regulations?

Any customer purchasing goods online will have 14 days from the date of delivery to cancel their order. Customers will also have an additional 14 days from this point to return the unworn item back to OFFCUTS for a refund. When returning, please note your intention to exercise your rights under the Consumer Contract Regulations. Original standard delivery costs will only be refunded if OFFCUTS are informed of your intent to return within 14 days of delivery, and then sent back to OFFCUTS within the next 14 days from this point. You can inform us of your intent to return by emailing us at offcuts@office.co.uk or messaging us via our Live Chat service or Facebook.